GWM AMER Client Services Team Lead

As a GWM AMER Client Services Team Lead at UBS, your primary responsibilities will include managing performance standards around attendance and service quality, coaching team members, responding to client and branch escalations, and ensuring performance discussions regularly occur with team members. You'll also maintain logs according to supervisory procedures and work closely with other teams to develop staffing plans.

To qualify for the GWM AMER Client Services Team Lead position at UBS, candidates should have a background in financial services or banking, experience working in call centers, proven ability to manage large teams, and excellent time management skills. Written communication skills and problem-solving abilities are also crucial.

UBS supports the career growth of a GWM AMER Client Services Team Lead through continuous learning and development opportunities. The firm encourages team leads to participate in talent development discussions and seeks to provide the resources necessary for them to acquire new skills and experiences, ensuring they can thrive within the organization.

The Client Service Experience Center at UBS is unique due to its diverse team of over 250 professionals who work closely to drive a best-in-class client experience. The center facilitates collaboration across multiple channels, providing a comprehensive support system to internal clients, external clients, and corporate stock option participants.

The work culture for a GWM AMER Client Services Team Lead at UBS is purpose-led, inclusive, and collaborative. The firm values flexibility in work arrangements, promoting an environment where team members can contribute uniquely while achieving shared goals.

When answering this question, focus on specific examples of your past management experience. Highlight your ability to coach, develop team members, and handle performance issues. Explain how you fostered an engaging team environment and how your leadership inspired positive results.

To answer this, provide a structured approach to managing escalations. Discuss your methods for understanding client concerns, the importance of communication during critical situations, and how you prioritize urgent matters to ensure swift and satisfactory resolutions.

When discussing process improvements, choose a situation where you identified an inefficiency and took the initiative to analyze the problem. Share the steps you took for implementation, the impact of these improvements on the team's performance, and any positive feedback received.

Highlight specific strategies such as setting clear goals, recognizing team accomplishments, fostering open communication, and providing professional development opportunities. Share anecdotes when possible to illustrate how these strategies inspired your team.

Discuss your organizational skills and any tools or techniques you use for time management, such as prioritization methods, scheduling tools, and delegation. Provide examples where your time management skills led to successful outcomes in previous roles.

To address this question, outline your commitment to service quality by mentioning specific metrics you track, how you coach team members, and your emphasis on feedback loops. Share techniques for gathering client feedback and utilizing it for continuous improvement.

Remember to choose a situation where you successfully turned around a challenging client experience. Describe the issue, your approach to resolving it, and the outcome. Emphasize your problem-solving and communication skills throughout the story.

List the essential skills such as communication, leadership, problem-solving, and relationship building. Support each skill with brief examples of how they relate to your experience and how they will contribute to your success at UBS.

Share a structured approach to conflict resolution that involves active listening, understanding different perspectives, and finding a mutually agreeable solution. Provide a hypothetical example to illustrate how you would manage such a situation in the workplace.

Discuss what drives your passion for client services, mentioning the satisfaction of helping clients, the dynamic nature of the role, and the opportunity to create positive experiences. Personalize your answer to reflect genuine enthusiasm for the position.